Publications (12)

2017

Article

In this article, we provide in-depth insight into the process of adopting service design (SD) by a large service organization. We use an inductive interpretive approach and draw on rich longitudinal data collected in one of the world’s major telecommunication companies that undertook a series of SD initiatives to improve its innovation capability... Read »

Article

This paper expands existing service design and customer experience discourse by critically viewing service design through the lens of design as a cultural intermediary. Through a mixed methods approach, a triangulation of theoretical frameworks examines service design as a cultural intermediary, and what this might mean for this developing field... Read »

Book chapter

Book

This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust... Read »

Conference paper

This paper expands existing service design and customer experience discourse by critically viewing service design through the lens of design as a cultural intermediary. Through a mixed methods approach, a triangulation of theoretical frameworks examines service design as a cultural intermediary, and what this might mean for this developing field... Read »

2016

Report

A report exploring the possibility of developing KPI’s for Service Design in an organisation. Based upon a workshop carried out together with a major telecommunications provider, and summarising aspects of design thinking (and service design) a few suggestions for KPI’s are suggested. Further, key aspects of service design thinking are identified... Read »

Conference paper

With an increasing focus on experience-centric services, where deeper customer connection is to be achieved by heightened dramaturgy and emotional engagement, service design must ensure it has tools that can model and communicate these experiences during service development... Read »

2014

Conference paper

This paper presents explorative work investigating how tangible objects can assist the understanding and discussion of the strategic implications of future scenarios. The paper draws upon theory and practice from co-design; particularly from the area of collaborative workshops using gaming; objects and tangible tools... Read »